Telephone/PBX Operator

Choice Hotels International, Inc (NYSE : CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories.

A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders.

The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks.

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The ability to model Choice’s Cultural Values : Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Position Summary

The role of the Operator is to answer the guest phones in a timely manner to ensure 100% guest satisfaction and relay internal / extenral telephonic information.

Unique. Stylish. Entirely Radisson Blu. Upper Upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude.

The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space and is the first hotel connected to the Mall of America.

The position of the Telephone / PBX Operator requires an ability to provide superior guest service in a fast-paced, upscale environment.

Key Responsibilities

Provides guests with genuine hospitality through hotel service standards :

Handle incoming / outgoing calls in an attentive, courteous and efficient manner, according to the hotel’s standard operating procedures.

Provides clear and concise communication while assisting guests with their questions or needs.

Anticipates guests needs while providing recommendations of the hotel and local attractions.

Assists guests with changes in their room or restaurant reservation.

Makes reservations for shuttle and ground transportation.

Delivers guest welcome calls upon check-in.

Responsible for radio communications between at departments of the hotel.

Communicates with housekeeping regarding room availability and guest requests.

Takes Room Service food and beverage orders from guests, enter orders in our point-of-sale system which relays orders to the kitchen and bar.

Maintains an up to date knowledge of the Room Service menu and ingredients to assist with food allergy questions / concerns.

Input and accesses data in Opera, Open Table, Micros, Runtriz and HotSOS.

Assists with emergencies (medical, fire, power / system failure) by contacting the designated personnel for immediate assistance.

Maintains discretion and confidentiality of all calls and guest room and fax numbers.

Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations :

Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.

Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.

Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.

Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.

Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guests.

Requirements / Skills

Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment

Experience in Opera system preferred

Strong verbal, written and interpersonal skills

Works well independently or as part of a team

Strong attention to detail

Commitment to exceptional guest service

Ability to maintain a positive and professional attitude when handling all situations

Adhere to the policies and procedures of the hotel

Ability to work a flexible schedule including holidays and weekends

Working knowledge of computer and math skills.

Physical Demands

• Perform repetitive hand and arm movements;
• Ability to sit for long periods of time, 8 hours or more per day;
• Must be able to squat, bend, kneel and twist;

Occasional lifting, pushing, or pulling of more than 10 pounds.

Other Information

The hotel business functions seven days a week, 24 hours a day. All associates must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift and alter assigned duties as business dictates.

In addition, this is a hospitality business, and a hospitable service atmosphere must be maintained at all times.

This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.

I understand that my employment is an at-will relationship and may be terminated by either party at any time, with or without notice.

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, genetic information, or other protected class.

Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins.

We participate in E-Verify and those who are ineligible to work in the United States will not be considered.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities to do the job.

Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

Ability to model Choice’s Cultural Values : Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States.

All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.